HeatandPlumb Reviews

Name: HeatandPlumb
Address: 72 Molesworth Street, Wadebridge, Cornwall
Rating: 1.99

2.0 Rating 137 Reviews

23 %

of reviewers recommend HeatandPlumb

2.0

Based on 137 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 48%
Accurate And Undamaged Orders	Greater than 58%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	6 - 12 Hours
Customer Service	1.8 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About HeatandPlumb:

Buy Heating and Plumbing supplies Online who has Over 55,000 DIY Supplies, Fittings and Materials at amazing prices. HeatandPlumb.com has become a household name amongst the DIY in who is frequently processing 3000 plus orders per month the UK. Some of our best-performing product ranges include boilers, bathroom suites, shower enclosures, radiators and disabled products.

Visit Website

Phone:

0120 881 2587

Email:

sales@heatandplumb.com

Location:

72 Molesworth Street, Wadebridge
Cornwall
PL27 7DS

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I made two orders with Heat and plumb - one i had no issue with, the other was a different story. They sent me two faulty products (the second being a replacement for the first) and trying to arrange a return and refund was an absolute nightmare. There customer service was shocking. I have an email chain with over 70 messages and the issue is still not resolved. I would not order with them again.”

Helpful Report

Posted 4 years ago

“Extremely poor service - would not recommend. We ordered a sink from the website which stated it came complete with fixing kit. It did not advise we would need flexible hot, cold and waste pipe to fit, as it is a solid unit it has to be fully plumbed in prior to fixing to the wall, hence the pipework all needs to be flexible. Due to the lockdown our plumber had to delay the installation which meant we were outside of the 30 day return period. When he installed it he was unable to source the flexible pipes, our only only solution was to source another sink on the day which could be fitted with standard plastic waste pipe fittings. Heat and Plumb have refused to accept the return so we now have a sink in perfect condition with no use of, the communication has been pretty poor too with absolutely no empathy or responsibility shown on their behalf.”

Helpful Report

Posted 4 years ago

“I ordered from them, the product was faulty and dangerous (risk of electric shock). They refused to refund me or even give me a replacement. Totally rude and unhelpful on the phone. Avoid this company at all costs. They aren't a real company with a physical address.”

Helpful Report

Posted 5 years ago

“Their customer service is woeful - I can't believe the rudeness of the staff. Everything has gone wrong from start to finish with this company.”

Helpful Report

Posted 5 years ago

“I had a return items booked on 19th and time slot is from 7am to 6pm. When we call the heatandplum Manish he said need to wait till 6pm with 65£ as collection charges. He is not ready to reveal any information about collection people. He said even collection people wont call and confirm the time. So have to pay 65£ plus one day salary to return this item. there is no collection point to return. I am really unhappy with the way the deal with customer. I never ever recommend this company anytime.”

Helpful Report

Posted 5 years ago

“The most useless company I have ever had dealings with. Have used this company a few times now and every time a terrible experience, They blamed the delivery company saying it wasn't delivered because I wasn't there, I was there all day, the delivery company hadn't had the order! (fact) The latest they send me the same item over and over which was wrong when I made sure on the phone that I hadn't made a mistake, which I hadn't, then try blaming the manufacturing company for not advertising it correctly but it was heat and plumb website I ordered it from. I've been back and forth for over a week now and all they offer is my money back not an alternative and I've got to wait another week for that to be in my bank, didn't take that long to take my money. Don't touch this company they are an absolute joke”

Helpful Report

Posted 5 years ago

“Avoid this retailer if you have a choice.... We purchased a Prestige Basin from Heat and plumb to find that it was of very poor quality with obvious manufacturing defects / faults. Heat and Plumb have tried to wriggle out of returning the item despite it being faulty and in the 14 day cooling off period. They have even said that there will be charges for the return and re-stocking. It has cost me lost time and additional parts purchase. No apology from heat and plumb just loads of hurdles in the return process which is still on going. As others have also pointed out they are quick to take your money but make it impossible to return / refund an item claiming at every opportunity that its the customers fault. I know my consumer rights and they will not win, but why does it have to be a battle... My advice is to best avoid this retailer.”

Helpful Report

Posted 5 years ago

“Would never use these again. Cheating scum. I sent back a BTW carcus special delivery in perfect order and have the photos to prove it. They stated it was damaged on return. The only way it could have been damaged in the way it was is by ripping of the panel internally. Refused to give refund.”

Helpful Report

Posted 5 years ago

“If I could make this zero stars, I would. This has been the worst and most painful example of terrible customer service that you could possibly imagine! Fundamentally, you should not buy items through HeatandPlumb! Our first order was for a toilet which was terribly packaged and arrived smashed to pieces, not once but twice! Getting a replacement took a while and they said they were out of stock. We did eventually get it but not without lots of chasing. Then our second order was for a shower tray- their specific instructions are to open all items and check for damage on delivery (after the toilet fiasco we knew the importance of checking!). Then, when we realised it wouldn’t work in our new bathroom, because the packaging had been broken, they wouldn’t accept a return!!!! So they basically con you into making your item unreturnable! And then ignore your legal right to a 14 day cooling off period for online orders in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - which states that it doesn’t matter if you have broken the packaging, they are legally obliged to give you a refund. They were unhelpful and discourteous. I will never use them again. I am expecting a baby and this is not a stress that I need right now - they have essentially stolen £190 of our money. The final straw is a second loo we bought for another bathroom. On initial inspection it looked fine but once plumbed in it leaked through a tiny hole. I have no faith that they won’t try to wriggle out of the refund on this faulty item too! I’m thoroughly depressed by the sad state of the world when the consumer means so little to a large company.”

Helpful Report

Posted 5 years ago

“Am in conversation with this company regarding refund for a kitchen tap that after turning off, continues to run and then drip for over 15 seconds. According to Heat and Plumb, this is normal and the manufacturer says the customer needs to shake the tap after each use! Never have I had this happen before. Although I have repeatedly told Heat and Plumb (Mack) that my contract is with them and not with the manufacturer, they refuse to do anything about it, except to replace the cartridge valve (for leaky taps!) I am now taking further action.”

Helpful Report

Posted 5 years ago

“Their customer service is awful. I wanted to return a sink that was the wrong size. They charged me a third of the price to return the sink (40 plus VAT). I will not be using them again. Plus they want to charge another sum for repackaging on top of the extortionate collection cost.”

Helpful Report

Posted 5 years ago

“BEWARE DO NOT USE …. Customer service WORST experience I have ever had . Bought a shower set , when installed noticed the showerhead was damaged . Contacted them to be told there was nothing they could do because I hadn't reported it within 72 hours which is total rubbish a customer has a reasonable amount of time and as I explained I wasn't installing the shower straight away as workmen were not at that stage . Totally quoting terms and conditions that's all they could say ridiculous Trading Standards notified expect your shower back .”

Helpful Report

Posted 5 years ago

“Had a washer missing, they said must not use it without fitting this eco washer or it would damage the valve. Two weeks later still no washer and they say they can't supply one but it's ok to use the shower. Customer service person Jeet, stopped replying to e mail's . Won't be buying the rest of the bathroom from them . If anything goes wrong with your order they just don't care.”

Helpful Report

Posted 5 years ago

“Placed an order 23/4 and asked for delivery date of the 1st of May. Got confirmation that goods was dispatched BUT no delivery was made. Emailed twice, no response and phoned to cancel order. Chased up again today for refund and were told it would be dealt with today with refund back to my account in a couple of days. Won't use them again!”

Helpful Report

Posted 5 years ago

“Terrible Goods were damaged. My plumber noticed this when he came to fit and they refused refund as outside of 2 week period DO NOT USE !”

Helpful Report

Posted 5 years ago

“Ordered a vanity unit on April 1st and selected delivery for April 8th and got email confirming delivery. Waited in all day, as delivery was between 7am - 6pm but delivery never happened. Called them next morning and was told that my goods would be delivered either the coming Thursday, Friday or the Monday of the following week !! When I queried the lack of a definite date, I was told that as I lived in Scotland, delivery would be the next time they had other deliveries in Scotland. What kind of company operates this way...deliveries are organised to suit them..not the paying customer. I cancelled the order there and then and requested a full refund, which should take 5 days...we'll see. I would not advise anyone to use this company.”

Helpful Report

Posted 6 years ago

“I’ve had an item arrive broken 3 times and then been expected to dispose of the other 3 broken toilets myself. Also had another item delivered very late without so much as an email or apology. Plenty of other good companies. I won’t be ordering again. Avoid.”

Helpful Report

Posted 6 years ago

“Very bad customer service My item got lost and was never found”

Helpful Report

Posted 6 years ago

“Another disappointed customer here... Waited in all day for a delivery which never arrived. I called them, spent 10 mins on the phone with what sounded like someone in an Indian call centre, only to be told it won't arrive for another week. Reading everyone else's reviews on here, I think it's best I buy elsewhere and cancel this order .”

Helpful Report

Posted 6 years ago

“Would advise that if you purchase anything from this company that you make sure you fit/assemble it within 30 days. Bought a 760 x 760 shower enclosure which when assembled is actually 720 x 720. Was told we should have checked it within 30 days of delivery. We did check the glass etc but not sure how we could check size without assembling it. Never ever thought it would have been smaller than we ordered. Basically we now have a shower enclosure too small for our shower tray. Disappointed that they didn’t try to resolve this matter other than say we could order an extension which is out of stock. They fail to admit that we did not receive the shower enclosure that we ordered being a 760 x 760. Very poor customer care 30 day excuse”

Helpful Report

Posted 6 years ago

HeatandPlumb is rated 2.0 based on 137 reviews